Gorgias review (2026): the ecommerce helpdesk, priced honestly
Gorgias is a customer-support helpdesk built from the ground up for ecommerce. It integrates with Shopify, BigCommerce, WooCommerce, and Amazon to centralize conversations and turn support into revenue, with a 4.6/5 on G2 from 500+ reviews. The catch is ticket-based pricing that can spike during peak season. Jump to pricing, who should buy, or the bottom line.
- Verdict: 4.3 out of 5, and a 4.6/5 on G2 from 500+ reviews. The strongest ecommerce-native helpdesk, with a pricing model you have to actively manage.
- Price: Starter $10/mo (50 tickets), Basic $60/mo (300), Pro $360/mo (2,000), Advanced $900/mo (5,000, AI). Overages run $0.36-$0.40 per ticket.
- Best for: Shopify stores doing $1M+ in annual revenue with 50+ daily tickets that need deep order management and revenue tracking.
- Skip if: you are a small, early, or budget-constrained store, or off Shopify where you lose roughly 40% of the value; start with Tidio instead.
Why ecommerce-native matters
Gorgias is not a general-purpose helpdesk like Zendesk or Freshdesk; every feature revolves around store workflows. Agents see order data, process refunds, edit orders, and track shipments without leaving a ticket, and the AI (on higher tiers) drafts brand-voice responses, summarizes long threads, and suggests macros, best on routine questions like shipping ETAs and return policies. The standout is revenue tracking: Gorgias attributes the revenue your support team drives through pre-sale chats, upsells, and recovered carts, and most stores report support influences 5-15% of total revenue when used well. That number is how you justify support headcount to stakeholders.
Pricing, and the ticket-overage trap
| Plan | Monthly | Tickets | What you get |
|---|---|---|---|
| Starter | $10/mo | 50 | 3 seats, basic Shopify integration, live chat widget |
| Basic | $60/mo | 300 | Automation, customer-satisfaction surveys |
| Pro | $360/mo | 2,000 | Revenue statistics, more integrations, dedicated CSM |
| Advanced | $900/mo | 5,000 | AI features, custom reporting, priority support |
Watch the overage fees at peak
- Exceed your included tickets and Gorgias charges $0.36-$0.40 per extra ticket. During Black Friday and Q4, ticket volume spikes with order count, and those overages add up fast.
- Monitor usage and upgrade proactively if you consistently hit your limit; the jump from Basic to Pro is steep, but predictable beats surprise overage bills.
Who should and should not use Gorgias
Strengths
- Deep Shopify order integration in every ticket
- Unified inbox (email, chat, social, SMS)
- Revenue tracking on support interactions
- Strong automation and AI on higher tiers
Weaknesses
- Ticket pricing gets expensive at peak
- Steep Basic-to-Pro jump
- Loses ~40% of value off Shopify
- Too much tool for small or early stores
Bottom line: should you use Gorgias in 2026?
If you run a Shopify store doing $1M+ in revenue with 50+ daily tickets, yes, Gorgias is the best ecommerce helpdesk available, and the automation, integration, and revenue tracking pay for themselves many times over at that scale. Below that threshold, start with Tidio and graduate to Gorgias when ticket volume justifies the cost. Just budget for overages at peak season, that is the one place the ticket-based model bites. The 4.3 reflects a category-leading tool with a pricing model you have to actively manage.
Get new seller-tool reviews and verified deal alerts
We test the tools and track the real prices. New reviews and verified deals, straight to your inbox. No fluff.